Customer Services Initiatives

City of Dallas, Texas

Smart cities know that frontline staff have the best opportunity to give excellent customer service and build relationships with residents. The City of Dallas has undergone a 'City Hall paradigm shift.' The city is aiming to make Dallas an innovator in the way it organizes local government, using 'top to bottom' service delivery. The city is in the third year of this change programme and is at the point now where it can compare its progress to that of other cities.